BH Technologies™ Case Study
Managed Services Project to Manage Service Desk Log Tickets
Challenge
An American healthcare company faced a significant challenge within their Identity Access Management (IAM) department. Their service desk team of 120 contractors was struggling to manage an influx of over 24,000 tickets per month. This high volume, combined with issues from their offshore partner—such as incomplete ticket resolutions, improper closures, and unmet SLA standards—resulted in a record-breaking backlog.
The client urgently required a scalable solution to address these operational inefficiencies and support ongoing and upcoming enterprise-wide initiatives. This included rebuilding their service desk team, automating ticketing system processes, and preparing for an anticipated surge in demand. They needed to onboard candidates rapidly in bulk for short-term, week-to-week assignments to stabilize operations and meet their immediate and long-term needs.
Solution
Understanding our client’s challenges, we provided a custom solution, including a phased hiring approach. This allowed a smooth onboarding and transition process.
Phase one included assembling a consulting team of forty long-term contractors and two team leads. These initial team members focused on knowledge transfer from the incumbent offshore partner, ensuring critical insights were retained and accurately documented. This team also created comprehensive training materials to lay the groundwork for a well-prepared and efficient consultant base.
This phased strategy streamlined the transition and set the stage for scalable, long-term improvements to the client’s operations.
In the second phase, we expanded the team to address the client’s seasonal demand. This involved building a robust support team to manage the increased ticket volume and provide timely resolution during peak periods. We helped the client maintain operational continuity by scaling the workforce strategically while meeting their service-level agreements (SLAs) and alleviating backlog pressures.
The final phase focused on contractor management and ongoing support to ensure the team’s success. This included:
- Weekly leadership meetings to provide updates, address challenges, and align on goals.
- Daily check-ins with the consultant base to monitor progress and maintain operational efficiency.
- Comprehensive training for the first three months to equip consultants with the skills and access needed to operate effectively across all required programs and features.
During this phase, the client requested ten additional resources to support their proprietary applications and prepare for a large-scale initiative. With a tight deadline, we quickly delivered the required talent, ensuring the entire team was fully operational and ready to execute the project on time.
Our client entrusted us with managing the onboarding process, from selection to integration. We built a dedicated technical delivery team responsible for conducting in-depth technical evaluations to achieve this. This team identified consultants with the ideal technical expertise, problem-solving capabilities, and cultural alignment.
Achievements
Our success with this client has resulted in a strong, ongoing partnership and expanded business opportunities. We played a critical role in supporting their end-of-year ramp-up initiative, which was essential for provisioning 6,000 new hires across the enterprise within a six-month period.
In total, we successfully onboarded 120 resources to help meet this deadline. This empowered the client to exceed expectations by onboarding 18,000 new users and showcased our ability to deliver high-quality talent under challenging deadlines.
Through our efforts, we cleared a significant backlog left by the incumbent partner, improving ticket resolution times and elevating the client’s service delivery. During this specific period, the team achieved an impressive 79 percent ticket closure rate within one day. Overall, we helped reduce the backlog of over 24,000 tickets and drove the client’s SLA performance from 37 percent to 99 percent.
The client has praised our unwavering commitment to exceptional delivery and timely solutions. Our strong performance has earned their trust and led to internal referrals. As a result, we are now recognized as their number one domestic supplier.
When I learned we would be bringing on staff from Beacon Hill to support Welcome Season and BAU work, I was truly excited because year-after-year, these are considered a top priority and the demand increases due to this. The support you and your team have provided . . . screening of candidates, weeding out non-potential candidates, and experienced staff to support various areas of provisioning has been outstanding. We're starting to see a decrease in the time that it’s taking to process Welcome Season requests, and with time, we hope to see this in the BAU space as well. The staffing you have provided have assisted us with remediation of issues caused by the movement of our ticketing system from myIT to IT Central, acquiring the funding to support Welcome Season and BAU work, and provisioning access in a timelier manner due to less ramp-up time. Thank you again for helping make our busiest season a success. We look forward to continuing our partnership with you.
